Our Commitment to You
Inner City Outreach (ICO) is committed to maintaining a just, inclusive, and accountable environment. We welcome all forms of feedback—suggestions, requests, recommendations, and complaints—and ensure they are addressed fairly, respectfully, and in a timely manner. Any individual may submit a complaint, and all complaints will be reviewed without discrimination or reprisal.
This policy outlines how to file a complaint related to ICO programs, participants, staff, volunteers, or contractors. ICO views every complaint as an opportunity for learning, improvement, and strengthening our services.
All complaints are handled confidentially. However, concerns involving illegal or unethical behaviour may need to be shared with appropriate external authorities.
Complaint Procedure
Complaints must be submitted in writing using the External Complaint Form, available as a downloadable file or online form. Written documentation helps ensure clarity, but if a person is unable to submit their complaint in writing, ICO will accept a verbal complaint through the contact number provided below.
ICO will acknowledge all complaints promptly (typically within 10 business days) and will conduct investigations in a fair and timely manner. A confidential record of the complaint will be maintained at the ICO office. A copy of the complaint record will be provided to the complainant and relevant parties involved.
If assistance is needed, the Director of Staff (or designate) will explain the complaint process and help guide the individual through the steps required.
How to Submit a Complaint
You may submit a written complaint by obtaining and completing the External Complaint Form.
Access the form:
Or contact us directly:
Phone: 416-650-0991 ext. 009
Email: complaints@innercityoutreach.ca
Mail: Inner City Outreach, 4545 Jane Street, Toronto, ON M3N 2K7
In Person: 4545 Jane Street, Toronto, ON M3N 2K7 (Jane & Shoreham)
What Happens After You Submit a Complaint
Once your completed form is received, an impartial investigation will be conducted by the Director of Staff, Executive Director, or their designate. This process may include gathering information, interviewing individuals involved, and determining appropriate actions or resolutions. You will be informed of the outcome once the review is complete.
No individual who is the subject of a complaint will be responsible for managing or overseeing the investigation.
Complaint Referral:
- Complaints about front-line staff → Director of Staff
- Complaints about senior staff → Executive Director
- Complaints about the Executive Director → Chair of the Board
- Complaints related to governance policy violations → Board of Directors